Helsinki Magnus Thell 2009 05 15
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The document discusses how the rise of social media has changed customer communication and experiences. It notes that unhappy customers can now tell thousands of people online about a bad experience, rather than just a few people previously. This has increased the importance of customer experience. The document then introduces three new social media services from Cision to help companies engage in social media: 1) uploading video and images to sites like YouTube, 2) creating multimedia press releases, and 3) developing standalone social media newsrooms.
Helsinki Magnus Thell 2009 05 15
- 1. Your communication demands change Magnus Thell, Cision Helsinki, 15th May 2009
- 2. “In the old days, someone might have a bad customer experience and tell 10 people. But now, with the rise of blogs, MySpace and Facebook, that person might be able to tell 10,000 people. This totally changes the dynamic, and importance, of customer experience.” Bruce Temkin, vp/principal analyst at Forrester Research Source: Forrester “The Customer Experience Index 2007”, http://www.forrester.com/Research/Document/Excerpt/0,7211,43877,00.html, Brandweek, http://www.brandweek.com/bw/news/recent_display.jsp?vnu_content_id=1003677228
- 3. Source: BBC News The Editors Blog, http://www.bbc.co.uk/blogs/theeditors/2008/02/journalists_and_pr.html
- 4. Source: CBS News http://www.cbsnews.com/stories/2009/05/04/business/main4988309.shtml ws
- 5. Change The New Arenas
- 6. Källa: Brian Solis, PR 2.0, The Conversation Prism, Creative Commons
- 9. Source: Electrolux Newsroom, http://newsroom.electrolux.com/
- 11. Conversation Source: “My Starbucks Idea”, http://mystarbucksidea.com
- 12. Customer Service Source: Cision, http://twitter.com/cision/favourites
- 13. Communities - Crowdsourcing Source: http://www.facebook.com/hm
- 14. Source: Tripadvisor http://www.tripadvisor.com Consumer - Conversation
- 15. Source: Twitter, Public Service of New Hampshire, http://twitter.com/psnh/status/1072097134 Society
- 16. Source: Public Service of New Hampshire, http://psnhnews.com/index.cfm Samhället
- 19. Change Content
- 20. Source: Flickr Group Scania Fire Appliances/Apparatus, http://www.flickr.com/groups/scaniafireappliances/pool/page6/
- 24. Source: Electrolux Newsroom, http://newsroom.electrolux.com/
- 25. Change Some Useful Tips To Get Going
- 26. Press release Online New Newsrooms Service Product sites Images & Video
- 27. • Start acting on • How will we own initiative handle this • Act on arena? prioritized • Who is arenas responsible? • Which arenas should we act on? • Begin to • Begin to listen at participate in the the conversation discussions • Learn how the • Learn the arena interacts language and the tone of the arena
- 28. Change 3 New Services
- 29. Social Media Upload, From CisionPoint, simply upload your video- and image 1 content to your account on YouTube and similar sites as you publish a release Social Media Releases, create a multimedia 2 press release with customer designe integrated with your video and images Social Media Newsrooms, create a stand 3 alone site with your design built on the foundation of visibilty and search engine technology and capitalize on the power of Social Media Cision Social Media Services Powered by Sermo Consulting
- 30. Contact Information Magnus Thell, Cision Managing Director Cision Scandinavia E-mail: magnus.thell@cision.com Mobile: +46 (708) 950 822 IM (Google Talk): magnusthell Twitter: @magnus_thell (www.twitter.com/magnus_thell)